Bananzia Casino - Der Spieler geht davon aus, dass sich die Auszahlung verzögert.

Ladies and Gentlemen

I hereby lodge a formal complaint with Bananzia regarding the repeated rejection of my withdrawal requests.

According to my records, €1,300 is still outstanding. I have already uploaded or sent the bank statements, account statements, and screenshots available to me multiple times. Despite this, my withdrawal requests are repeatedly rejected with a general reference to verification, without any clear explanation of what specific documents are still missing.

Documented are, among other things, the rejected payment requests with IDs 2904970 and 2922695. I mention these as examples of repeated rejections, not as additional claims to be added.

I request that you complete the audit and pay the outstanding total amount of 1,300 euros to my previously specified MBS account, held in the name of [redacted], within 14 calendar days of receiving this email.

Should you require any further documents, please inform me specifically and completely within this deadline:

Which document is missing?

Why are my already submitted documents not being accepted?

What alternative proof will you accept if the requested document is not available to me?

Which specific contractual provision, in your view, prevents payment?

Please also send a transparent statement of my account balance, including all pending and completed withdrawals. For the withdrawal of €380 shown as successful on August 29, 2026, I request proof of payment including the payment date, recipient, and a traceable transaction reference.

Please forward this message to your responsible complaints department and confirm receipt with a case number. A general reference to verification again does not address my complaint.

Should neither payment nor a comprehensible clarification occur within the set deadline, I will submit the matter to an external complaints mediation service and have the legal enforcement of my claim examined.

Sehr geehrte Damen und Herren,

hiermit erhebe ich formelle Beschwerde wegen der wiederholten Ablehnung meiner Auszahlungsanträge bei Bananzia.

Nach meiner Aufstellung sind weiterhin 1.300 Euro offen. Ich habe die mir verfügbaren Banknachweise, Kontoauszüge und Screenshots bereits mehrfach hochgeladen beziehungsweise übersandt. Trotzdem werden meine Auszahlungsanträge wiederholt mit einem allgemeinen Hinweis auf die Verifizierung abgelehnt, ohne nachvollziehbar zu erklären, welche konkreten Nachweise noch fehlen.

Dokumentiert sind unter anderem die abgelehnten Auszahlungsanträge mit den IDs 2904970 und 2922695. Diese nenne ich als Beispiele für die wiederholten Ablehnungen, nicht als zusätzlich zu addierende Forderungen.

Ich fordere Sie auf, die Prüfung abzuschließen und den offenen Gesamtbetrag von 1.300 Euro innerhalb von 14 Kalendertagen nach Zugang dieser E-Mail auf mein auf [redacted] lautendes, bereits angegebenes MBS-Konto auszuzahlen.

Sollten Sie weiterhin Unterlagen benötigen, teilen Sie mir bitte innerhalb dieser Frist konkret und vollständig mit:

Welches Dokument fehlt?

Weshalb werden meine bereits eingereichten Nachweise nicht akzeptiert?

Welchen alternativen Nachweis akzeptieren Sie, wenn mir das verlangte Dokument nicht zur Verfügung steht?

Welche konkrete Vertragsbestimmung steht der Auszahlung aus Ihrer Sicht entgegen?

Bitte übersenden Sie außerdem eine nachvollziehbare Abrechnung meines Guthabens sowie sämtlicher offenen und als abgeschlossen geführten Auszahlungen. Für die am 29.08.2026 als erfolgreich ausgewiesene Auszahlung über 380 Euro bitte ich um einen Zahlungsbeleg mit Zahlungsdatum, Empfänger und nachverfolgbarer Transaktionsreferenz.

Leiten Sie diese Nachricht an Ihre zuständige Beschwerdeabteilung weiter und bestätigen Sie mir den Eingang mit einer Vorgangsnummer. Ein erneuter pauschaler Verweis auf die Verifizierung beantwortet meine Beschwerde nicht.

Sollte innerhalb der gesetzten Frist weder die Auszahlung noch eine nachvollziehbare Klärung erfolgen, werde ich den Vorgang einer externen Beschwerdevermittlung vorlegen und die rechtliche Durchsetzung meiner Forderung prüfen lassen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Franziskalady,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Franziskalady,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Franziskalady,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru

We’ve reopened this complaint at the request of Franziskalady. We would like to allow this case one more chance to be resolved and help reach a satisfactory conclusion.

I understand that you are still experiencing repeated withdrawal cancellations and repeated requests for KYC verification.

To give us an update on your current issue, please provide the following details.

• Please share a screenshot of your withdrawal history directly in this thread.
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Please post a screenshot of your casino account verification page.
• For an independent review, could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? Please forward me the complete email threads, not screenshots.

When you email me, please also notify me in the complaint along with your answers to my questions. To set proper expectations, please note that emails are primarily for submitting personal or private documents, while the main form of communication will continue to be through the complaint thread. I appreciate your understanding and cooperation.

Dear Franziskalady,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru